Associate Client Success Manager

Job Description

The Compliance Solutions Relationship Manager (RM) serves as a Client advocate and leader for strategic Clients within a complex and high revenue client base. The Relationship Manager (RM) is tasked with relationship governance, ensuring the development of a productive and collaborative partnerships, retention, satisfaction, and growth. As a primary partner to ADP Client’s Executive Sponsor(s) and Payroll Leadership, the RM is responsible for monitoring overall health of the relationship. Success as a RM requires a strong background in sales, business development, account management, and customer success. Key measures of success in this role are retention, contract renewals, NPS, referenceability, and Smart Compliance adoption within assigned client base.

The RM establishes a depth of knowledge about the Client’s priorities, expected outcomes, short and long-term strategies. The RM operates as the bridge between the Client and the business, partnering with ADP leadership, sales, implementation, finance, and service teams to ensure success across the client journey. As a partner, the RM initiates interventions with the Client and/or internal partners to optimize Client experience to remove risks, obstacles, and drive adoption.

The RM contributes to revenue growth by ensuring the health and stability of relationships and through the introduction of additional services and products aligning ADP to the Client’s compliance and payroll strategies.

Relationship Management:

• The RM drives total client satisfaction by delivering a seamless and unified experience in partnership with internal Associates.
• Effectively manage across ADP to understand the hidden elements within the organization that impact the client and the business.
• Create Client Account Success Plan and facilitate periodic service performance reviews and Client Executive Briefings to ensure the client holistically realizes the value in the ADP relationship.
• Ability to identify who the critical decision-makers are within the disciplines we generally support (HR, IT, Operations and Finance).
• Sharing HCM industry updates and information relevant to a particular client's needs in a manner that supports and helps their business.
• The RM can navigate difficult situations effectively and with the highest standard of integrity. Includes proactively handling issues with transparency and accountability, setting reasonable expectations for the Client, and de-escalating difficult situations.

Contract Management and Success Measurements:

• The RM understands all components of their clients' contracts, including pricing components, service level agreements and the clients' service history so as to ensure contract compliance of both the Client and ADP.
• Execution of contract renewal - Internal coordination with all ADP partners to deliver a smooth renewal process for the client. Partnership with Sales on revenue expansion opportunities with the RM's book of business and leveraging all available resources necessary to defeat a competitive threat.

To Succeed in This Role:

• At least 2 years of experience managing relationships, consulting, or selling HCM, Payroll, ERP, HR or other software or services.
• Demonstrated skills in analytics and research, client relations, executive presentations, and cross-functional project management
• Strong conflict management and resolution experience.
• Possesses strong presentation skills and business acumen and deep knowledge of the client and ability to articulate and manage to clients' desired outcomes.
• Excellent verbal and written communication.
• Ability to effectively manage multiple and complex relationships and competing priorities.
• A college degree is great but not required. What’s more important is having the skills to do the job. If you don’t have a college degree, other acceptable experience could include the skills above.
• Remote possibility, preference within proximity to client book of business and major airport.
• Periodic travel required for team meetings and training. Up to 10%.

Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.